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Job Title: Tech Support Engineer-L1 (Voice process)Exp: 4 - 8 YearsWork Location: Bangalore Role Description:This role is a customer-facing position that supports the company’s mission by delivering the highest level of customer service and support by maintaining high availability to engage with customers primarily through Voice - Tech Support process.Your Key Responsibilities:· Actively participates in support of incoming calls· Continuously demonstrates a truly empathetic concern for customer issues· Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.· Quickly identifies escalations and creates expectation alignment with customers· Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.· Primary stakeholder to ensure our customers receive prompt support.· An expert with the Troubleshooting and resolve Tier 1 issues involving any of the following:o Fuel dispenserso Site Controllerso Island terminalso EMV softwareo Computer board level troubleshootingo Support software applicationso Tank gauges, hydraulics, or pumpso Terminal media feeds· Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.· Facilitate field support services to repair products within scope of service.· Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.· Other duties as requested.Qualifications Needed:· Must have completed B.Tech/B.Sc (Computers/Electronics) / BCA / BBA or equivalent· Have 2-6 years of work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must· Experience with direct customer engagement in a fast-paced customer focused environment· Ability to work in the 24X7 rotational shift environment and majorly in the US time zone· Ability to work independently with minimum or NO support in Hybrid model.· Ability to multi-task and has a good typing speed at least 60 words per min· Should be 100% conversant to listen, understand and respond in US ascent· Document everything and do it with tremendous detail· Be a voracious learner and demonstrate growth.Other Skills And Attributes for SuccessHonest, dependable, and full of integrityPossess a genuine desire to help othersTakes ownership of all tasks and commits to high quality resultsA track record of self-improvement and growth mindsetAbility to seamlessly adapt to changes quicklyExceptional interpersonal skills, and team orientedPossession of soft skills that consistently demonstrate empathy and a commitment to our customersExceptional telephony utilization, communication skills, active listening, and customer-careA demonstrated logical approach to troubleshootingConsistently maintain a superior level of professionalismExcels past service minimums and strives for industry leading resultsAbility to work with internal and external stakeholders to achieve exceed expectations and goalsExperience or education from an electronics or information technology backgroundUnderstanding and usage of various support tools such as telephony, ticketing platforms, and knowledge basesEssential Outcomes: Maintains 90% customer satisfactionIs an expert in the appropriate technical and functional domains needed for the helpdesk support roleCompletes assigned trainings prior to due dateConsistently demonstrates a collaborative natureTake full ownership of all tasks and responsibilitiesDrives full and complete resolutions